• Resolved complex virtual support tickets associated with member online banking accounts.• Identified trends related to user experience issues with newly implemented online banking platform.• Collaborated with other departments to resolve a wide variety of member account discrepancies.• Created and updated procedural documents for department use.• Managed member written correspondences and inquiries from members.• Provided training for both new and current employees on technical programs utilized by the credit union• Performed wide variety of banking transactions in a call center environment while providing excellent member service and maintaining account discretion. 
• Delivered supervisory assistance to over 40 staff members specially assisting with inbound member escalations and providing operational resources to ensure positive experience for both staff and members.• Effectively oversaw simultaneous live member chat interactions by clearly communicating written instructions to address member inquiries/requests.

• Recruited for accounting and finance professionals via cold calling, emailing campaigns, job posting, and personal network.• Performed weekly interviews with candidates from the Solano, Sonoma, and Marin County.• Effectively managed consultants on projects remotely by providing training materials and careerdevelopment opportunities.• Maintained consistent communication between client and consultant during project to meet timelineexpectations.• Collaborated with other talent managers across the bay area to promote available consultants and projects.• Scouted possible clients via cold calling and email campaigns increasing service awareness in thenorthern bay area.

• Performed translations services in Spanish and English for client's personal and professional affairs.• Updated online payments records on QuickBooks and filed/organized paper records as well• Gathered and compiled data to generate reports on Excel for record keeping• Set-up auto-pay accounts for recurring monthly expenses• Designed marketing materials and worked with manufactures to create materials. 
• Accounts payable experience – performed online and cash payments for clients

Responsible for communicating effectively with team members in order to manage resources.Collaborate with over 10 local business to produce superior customer service.Provide fair decisions when holding customers for damaged products. Facilitate the understanding of contracts between the business and customers.Top Performer recognition for achieving the ranking in the top 15% of employee sales and service matrix.

Responsible for making final call on customer ready resources.Actively shadowed branch manager in customer service and B2B interactions.Contributed high quality customer service resulting in placing of top branch in area.

• Increased campus presence by introducing QueSee to SJSU clubs, resulting in over 60 new subscribers.• Coordinated multiple instructional sessions to group sizes of approximately 40 users in order to use and understand app features.• Collected user feedback to drive discussion with team to improve user-friendliness and overall quality of app.• Handled marketing materials and conducted classroom presentations in order to facilitate the user experience.